Transforming In-Patient Experience with Real-Time Feedback Intelligence
Services Provided
User Research
UI/UX Design
Full-Stack Engineering
EHR Integration using FHIR
Data Privacy & HIPAA Compliance
DevOps & CI/CD Setup
Quality Assurance
Industry
Healthcare / Patient Experience
Solution Type
Real-Time Feedback Platform (Web + Mobile)
Problem Statement
Hospitals were struggling to monitor patient satisfaction during in-patient stays. Most relied on post-discharge surveys, which captured feedback too late after the patient had already left. This delay led to unresolved complaints, lower satisfaction scores, and negative impact on hospital ratings and insurance reimbursements. The client approached AcmeMinds with an early-stage concept: a digital platform that would allow hospitals to collect feedback instantly, respond to issues in real time, and systematically improve the quality of patient care.
They needed a unified system capable of:
- Capturing in-hospital patient feedback instantly
- Highlighting care gaps before they escalate
- Empowering staff to act on issues immediately
- Improving satisfaction scores, operational visibility, and reimbursement outcomes
In essence, the vision was to create a real-time patient experience management solution that healthcare teams could use to proactively resolve issues rather than react to them after discharge.
Problem Definition
The healthcare sector relies heavily on satisfaction scores, quality-of-care metrics, and reimbursement outcomes. Traditional offline surveys failed to provide timely visibility into patient needs, making it difficult to intervene before dissatisfaction escalated.
Hospitals lacked:
- Real-time feedback streams
- Role-based dashboards for staff
- Integration with EHR systems
- An automated way to track care quality and act quickly
PXB recognised the need for a platform that could unify patient feedback, clinical workflows, and hospital operational processes, all while being secure, compliant, and scalable.
Solution
AcmeMinds designed and delivered a comprehensive real-time patient experience platform that helped hospitals capture, analyse, and act on in-patient feedback instantly.
Outcome Highlights
(As this was an early-stage product, these highlight delivery results rather than commercial metrics)
01
Successfully delivered full mobile + web platform
02
Integrated with major EHR systems (Epic, Cerner, Meditech)
03
Real-time dashboards and alerting system implemented
04
Multi-role access for patients, nurses, doctors, and admins
05
HIPAA-ready workflows, security controls, and data protocols
Concept Refinement & Workflow Design
This foundation ensured clarity, scalability, and seamless collaboration across user groups.
Mapped the entire hospital ecosystem of patients, nurses, doctors, admins, and super-admins
Designed feedback loops that would trigger alerts and enable rapid responses
Created end-to-end workflows connecting patient complaints to staff action and resolution
Experience Design & Development
We designed low-fidelity and high-fidelity wireframes and conducted iterative reviews to ensure the experience was simple, empathetic, and accessible.
Patient Mobile App
Enable a User friendly patient onboarding workflow. Allow patients to provide feedback during their hospital stay. Rate nursing, room cleanliness, physician interaction, and overall care
Hospital Web Portal
Give admins, nurses, and doctors Real time notifications. Track issues, assign tasks, and resolve concerns quickly
Super Admin Dashboard
Give admins, nurses, and doctors Real time notifications. Track issues, assign tasks, and resolve concerns quickly
EMR Integration & Interoperability
Data accuracy and interoperability were prioritized by integrating the platform with major EMR systems like Epic, Cerner, and Meditech using FHIR standards. HIPAA-compliant security, encryption, and data handling ensured safe and accurate patient identification and synchronized feedback across hospitals.
AcmeMinds managed the full technical lifecycle of the solution. The team built a microservices-based backend with supporting APIs and front-end modules, along with server infrastructure and CI/CD pipelines. Automated testing ensured reliability, while both mobile and web applications were delivered across hospital networks. Continuous QA and stakeholder reviews validated healthcare-grade performance and compliance.
Result
The new PXB platform introduced a proactive, high-visibility approach to patient experience management.
Hospitals can now track patient sentiment in real time, not after discharge
Staff receive instant alerts to resolve issues before they escalate
Administrators gain complete oversight through dashboards and analytics
EHR integrations keep data accurate and complaint history linked to patients
The platform established a strong digital foundation for scaling across hospital networks
PXB transformed how hospitals engage with patients, shifting from reactive surveys to active, real-time care improvement.
I have had the pleasure of working with the AcmeMinds team on a number of projects over the last few years. Each project is different from the last. Their team has been able to adapt, plan for, and provide resources to deliver the project to our needs and expectations. They have been flexible with regards to the time zone differences, and communication has been outstanding throughout each project. AcmeMinds is our go-to trusted resource when it comes to technology projects. From website or App development to data cleansing to enterprise integrations, they deliver!
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